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Content List of Quick Reference Guide

1 Quality policy ..................................................................................................... 03

2 Operations .......................................................................................................... 03
3 General ............................................................................................................... 03
3.1 Flight information .............................................................................................. 03
3.2 Check-in .............................................................................................................. 03
3.2.1 Check-in via Handling DCS .............................................................................. 04
3.2.2 Check-in via Onur Air DCS ............................................................................... 04
3.2.3 Internet / mobile check-in ................................................................................. 04
3.3 Check-in times ................................................................................................... 04
3.4 Cabin baggage ................................................................................................... 05
3.5 Seat allocation ................................................................................................... 05
3.6 Exit row seat assignment ................................................................................. 05
3.7 Persons with reduced mobility (PRM) ............................................................ 06
3.7.1 Wheelchair codes .............................................................................................. 07
3.7.2 Oxygen apparatus ............................................................................................. 07
3.7.3 Incapacitated passengers (INCAD) ................................................................. 07
3.7.4 Blind and deaf passengers and guide dog .................................................... 07
3.7.5 Pregnant passengers and new born babies .................................................. 07
3.7.6 New born babies (neonates) ............................................................................ 08
3.7.7 Unaccompanied minors (UM) and young passengers (YP) ......................... 09
3.7.8 Carriage of infants ............................................................................................. 09
3.8 Sick Passengers ................................................................................................ 09
3.8.1 Sick Passengers who can be accepted with medical report ....................... 09
3.8.2 Sick Passengers who cannot be accepted with medical report .................. 09
4 Pet in cabin (PETC) ........................................................................................... 10
5 Live animals (AVIH) ........................................................................................... 11
6 Acceptance of baggage .................................................................................... 11
7 Excess baggage, special item and legroom seat charges ........................... 12
7.1 Excess baggage charges ................................................................................. 12
7.2 Special item charges ......................................................................................... 12
7.3 Legroom seat (exit and first row) charges ..................................................... 12
8 Ground time ....................................................................................................... 13

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8.1 Scheduled ground time .................................................................................... 13

8.1.1 Standard Turn-around Process Time Charts ................................................... 13
8.2 Quick Turnaround Procedure ........................................................................... 15
8.2.1 Conditions Requiring Quick Turn-Around (Base Stations) ........................... 15
8.2.2 Actions During Quick Turn-Around .................................................................. 15
8.3 Ground time for ad hoc / sub charter / wet lease flights ............................... 16
9 Connection Network of Onur Air ...................................................................... 16
9.1 Interline & Codeshare ........................................................................................ 17
10 Cargo Hold Dimensions of Onur Air Fleet........................................................ 18
11 Passenger Rights ................................................................................................ 19
12 Operational Contacts of Onur Air ..................................................................... 20

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1. QUALITY POLICY
• Enhance flight and ground safety
• Customer satisfaction
• On-time operation
• Continuous improvement
• Cost reduction
• Standardization

2. OPERATIONS
Onur Air is generating its revenues from 6 operations:
• Scheduled International Flights
• International Charter / Part Charter Flights
• Scheduled Domestic Flights
• Sub-Charter Flights
• Wet Lease Operation
• Cargo

3. GENERAL

This guide defines ground operations procedures of Onur Air. For more details, please open our
link http://dispatch.onurair.com.tr and login with your account to have Onur Air G.O.M and other
operational documents

3.1 Flight Information

Handling Agents will ensure that Onur Air flights are correctly displayed on all flight information
boards (flight number, check-in counter number, destination, on-time status, arrival information etc.
as applicable) boards at their particular airports. Please be sure that current Onur Air Logo is
displayed.

3.2 Check-in

Responsible check-in staff must be properly briefed, before counters open, with all special
information regarding SSRs, tour operator allotments and estimated time of arrival and Departure
of the operating aircraft. All check-in material i.e. boarding cards, baggage labels, limited release
labels and forms of indemnity shall be available in sufficient quantity. All necessary passenger-

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handling documents shall be ready at all time for manual check-in in case of system failure
(passenger manifest, boarding cards, seat charts, etc.) As a minimum 2 check-in counters must be
opened, more than 120 pax, extra counter for each 60 pax shall be provided. However, the
Handling Company may add number of counters to comply with the service level standards

3.2.1 Check-in Via Handling DCS

Before check-in starts, checking staff on duty must ensure that PNL with SSR details well received
in their DCS system and correct seat plan is displayed on the system. After flight closed, a
PFS/PRL message must be sent to [email protected] in order to update passenger’s flight coupon
status to “Flown” in Onur Air sales and reservations system. If it is not possible to send PFS
message by email, it must be sent to ISTAP8Q Also BTM messages must be sent to ISTAP8Q in
order to generate BSM messages by our own DCS to process transfer baggage handling.

3.2.2 Check-in Via Onur Air DCS

If check in will be performed via Onur Air DCS, Check-in staff will have all necessary information
including SSRs when the flight is open in the system. After check-in completed, flight status should
be changed to CC (Check-in Close). During boarding all passengers must be boarded and –LMC
passengers should be unboarded.

3.2.3 Internet / Mobile Check-In

Internet and mobile check-in is offered across the majority of the network. Passengers can
complete their check-in procedure for flights which internet or mobile check-in is available on our
website and our applications designed for mobile devices. Passengers can create and print their
own boarding passes (which issued through internet are different from those boarding passes
issued from regular check-in counters in shape and layout (A4 Paper Size).

3.3 Recommended Check-in and Close Times.

Check in and close times depends on Handling agreements and/or Airport conditions.

International flights:

150 Min. prior STD for narrow body aircraft types

180 Min. prior STD for wide body aircraft types
Check-in is closed 60 Min. prior STD (it may be 45 min. İf needed)

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Domestic flights:
120 Min. prior STD for narrow and wide body aircrafts
Check-in is closed 60 Min. prior STD.
Stand-by passenger is accepted to check-in between 30 min prior STD and 20 min prior STD.

3.4 Cabin Baggage

Cabin baggage must be checked to assure if its size is suitable as a cabin baggage and tagged if
it is so. The baggage can be accepted as cabin baggage if its weight is equal or less than 8 kgs.
and its size is not larger than 56 x 45 x 25 cm. Any item outside these parameters must be checked
in as hold baggage. If passenger has PETC on a fully booked flight, his/her cabin baggage can be
passed to be stowed in a baggage/cargo hold in order to ensure that the cabin is clear for an
emergency case.

3.5 Seat Allocation

All persons on board aged 2 years or more must occupy a fixed seat fitted with a safety belt (or a
belt fitted with a restraining belt). Any infant (less than 2 years old) must be attended by an adult
(at least 18 years old). An adult is not allowed to carry more than 1 infant. The number of life vests
and oxygen masks per seat row must not be less than the number of passengers of the seat row
refer infant limit.
Any child (less than 12 years old) should be assisted by an adult seated near him. An adult may
attend a group of children if he is not in charge during the flight of an infant less than 2 years old.
One adult may assist a group of no more than 12 children.
Passengers with reduced mobility (PRM) will primarily be seated by the window. Onur Air does not
supply assistive devices, such as elevating seat cushions, so passengers must be able to sit in a
regular aircraft seat.

3.6 Exit Row Seat Assignment

Due safety regulations, at least one passenger must be seated in each exit row both left and right
side. Exit row seats shall not be assigned to passengers who do not have sufficient mobility and
strength in their arms, hands and legs to open an exit door. In addition, designated exit row seat
will not be assigned to passengers who are unwilling or are not able to assist in the event of an
emergency due to any of the following selection criteria:

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• Cannot understand Turkish or English language or language in used in the country of the
operations (language in use during the flight).
• Physically are not able to open an exit and assist others.
• Not able to hear verbal crew commands or do not have the visual capacity to assist in an
emergency.
• Unable to give information to other passengers vocally.
• Have the responsibility of caring for small child or another passenger
• Pregnant Women
• Younger than 15 years of age.
• Traveling with a pet in the cabin.
• Passenger with Reduced Mobility.
• Deportees or prisoners in custody.

3.7 Persons with Reduced Mobility (PRM)

As a general rule, Onur Air cabin crew should be notified well in advance of transport of PRMs.
Whenever possible, passengers with reduced mobility should pre-board the aircraft.

3.7.1 Wheelchair codes:

Any passengers, who have a Doctor report, or a "Disabled Identity Card" shall be provided with
wheelchair and/or Ambulift services free of charge for the flight. Otherwise check in supervisor will
be decided for the situation such as elderliness. For standardization purposes, the following codes
are used in Passenger Service Messages:

WCHR Wheelchair Ramp: passenger requires wheelchair assistance on the ramp, but can walk
steps

WCHS Wheelchair Steps: passenger requires wheelchair assistance on the ramp, cannot walk
aircraft steps but can walk from aircraft door to cabin seat

WCHC Wheelchair Cabin seat: passenger requires wheelchair assistance, must be carried to and
from cabin seat must be travel with

OCW Own Collapsible Wheelchair, in addition to the above mentioned wheelchair codes

ONW Own Non-collapsible Wheelchair, in addition to the above mentioned wheelchair codes
MAAS Meet and Assist: Passenger must be met on arrival and be accompanied to the baggage
reclaim area. Specify nature of assistance required (e.g. blind, elderly)
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Passengers whose their leg(s) (LEGL/LEGR/LEGB) or arm(s) in cast are accepted with medical
report in conditions that the passengers must be able to sit in a regular aircraft seat.
Stretcher does not carry in Onur Air aircrafts

Wheelchair Carriage
Wheelchair owned by the passenger (incl. battery driven where permitted) will be carried in the
cargo hold free of charge as checked baggage even exceeding the free baggage allowance, but
never in the passenger cabin.

3.7.2 Oxygen Apparatus

Onur Air does not accept pre-reservation of oxygen supply for passengers; Empty bottles will only
be accepted as checked baggage. Upon request, If passenger needs to use or carry his/her own
bottle / apparatus (such as CPAP) in cabin, passenger must inform Onur Air at least 72 hours prior
to scheduled departure time. And the passenger must have a certificate or user manual of the
apparatus or cylinder stating that it is suitable to use in passenger aircraft and in cabin pressure
which approved by an aviation authority.

3.7.3 Incapacitated Passengers (INCAD)

Definition of incapacitated passengers is “the passenger who mentally or physically handicapped

or with a medical condition who requires individual attention and / or assistance which is normally
not extended to other passengers. These persons should be accompanied by an accompanying”.
The acceptability for air carriage of any passengers who are incapacitated is limited either for their
or other passengers’ safety.

3.7.4 Blind and Deaf Passengers and Guide Dog

Blind or Deaf Passengers are not considered sick passengers and can be accepted for carriage.
Blind or Deaf passengers are permitted to travel either alone or accompanied by a seeing or
hearing dog. Carriage is subject to a number of restrictions, primarily due to health and disease
controls. Guide dogs will be accommodated free of charge, on the floor of the aircraft, at the feet
of the handler and will not occupy a seat and will be placed, where other passengers will not be
disturbed (never at an Emergency Exit) .The dog shall wear a muzzle and shall remain under the
control of the passenger at all times. The passenger shall be in possession of all necessary animal
health documents. Guide and Assistance dogs shall have

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been trained by a recognized training organization. Guide/assistance dogs will only be permitted
to travel if the passenger is in possession of official documentation confirming that the dog is a fully
trained Guide or Assistance dog. Pilot-in-command and Purser will be informed of blind or deaf
passenger plus guide dog prior boarding and the information shall be mentioned in the load sheet
and crew info-sheet. But a passenger who is both blind and deaf cannot be accepted on board
without escort

3.7.5 Pregnant Passenger (Expectant Mother)

Pregnant passenger carrying one child [single uncomplicated]) from the beginning of 28th week of
pregnancy (calculated using the estimated date of delivery), a doctor certificate is required for
accepting flight. Until the beginning of 28th week of pregnancy, no need any special certificate.
Beyond the end of 36th week of single pregnancy (calculated using the estimated date of delivery),
Onur Air does not accept passenger for flying. Pregnant passenger carrying twins, triplets or more
[multiple uncomplicated]) from the beginning of 28th week of pregnancy (calculated using the
estimated date of delivery), a doctor certificate is required for accepting flight. Until the beginning
of 28th week of multiple pregnancy, no need any special certificate. Beyond the end of 32nd week
of multiple pregnancy (calculated using the estimated date of delivery), Onur Air do not accept
passenger for flight. Complicated Pregnancies a doctor certificate is required for accepting flight.
Miscarriage (Threatened or complete) Onur Air do not accept any pregnant passenger with active
bleeding. If passenger becomes stable with no bleeding and no pain for at least 24 hours, needs
to present doctor certificate for flight.

Medical clearance/Doctor certificate must not be older than 7 days (for pregnant pax)

3.7.6 New-born babies (Neonates)

Air travel is not allowed for new born babies within the first 48 hours after birth. From 2 to 7 days
old fit and healthy babies can travel with a medical clearance. However It is strongly recommended
that the new born babies should travel after the 7th day of birth. Beyond that day no medical
clearance is request by Onur Air. Premature babies shall be considered as MEDA cases and dealt
with under the terms of Resolution 700 and Recommended Practice 1700.

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3.7.7 Unaccompanied Minors (UM) and Young Passengers (YP)

Unaccompanied Minors (UM)

A child, less than 6 years old will not be accepted as UM to any flight. Between 6 and 12 years old
children may be accepted as UM. Maximum 10 UM’s to be accepted. Exemption: In case of
brothers/sisters are traveling together the number of UM's may increase. Official permission from
Onur Air Ground Operation Management is required. All UM's must carry with a filled-in "UM
Handling Advice" form. Parent or appointed guardian must stay at the airport until the flight is
airborne. UM's details must be given to cabin crew in a written format such as Purser Info Sheet or
SSR List. UM passengers are not accepted on connecting flights

Young Passenger (YP):

A child between 12 and 17 years of age is considered a Young Person. At the request of parents
or guardians, the same arrangements can be made as for UM. Young passenger can not assist
another child less than 7 years old, any other issues regarding YP assisting to UM,

3.7.8 Carriage of Infants

Any infant (less than 2 years old) must be attended by an adult (more than 18 years old). This adult
may hold the infant in his arms and the safety belt of this adult seat must not strap the infant but
only the adult.

3.8 SICK PASSENGERS

3.8.1 Sick Passengers Who Can Be Accepted with Medical Report
Passengers, the diseases and periods thereof, are not accepted in the flights for the mentioned
periods. However, they can travel with a medical report including the expression “the passenger is
in a condition to travel by passenger aircraft” if they make declaration or special request before the
flight. The report shall not be older than 10 days
Medical clearance/Doctor certificate must not be older than 10 days (for sick pax)

3.8.2 Sick Passengers Who Are Not Accepted Even if They Have Medical Report
• Passengers who have to use electrical or pneumatic equipment during the flight
• Passengers having asthma attack before the gate of the aircraft is closed
• Passengers having contagious diseases are not accepted in the flights during the
communicable period
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• Women whose pregnancy periods exceed 35 weeks for single pregnancy, 32 weeks for
multiple pregnancy,
• Passengers undergoing by-pass and cardiac infarct operation and up to 10 days after the
operation date,
• Passengers undergoing thoracic surgery operation and up to 11 days after the operation date
• Passengers having cerebral hemorrhage and up to 5 days from the occurrence of the
hemorrhage

4. PET IN CABIN (PETC)

Small pets (cat, dog or bird) weighing 8 kgs or less may be carried in the cabin. If the total weight
of the cage overpass 8 kg, need to be purchased a seat for the pet(s). Only one cage is allowed
per row. Prior company approval must have been obtained.
- Such approval will stipulate that the pet shall be carried in suitable leak-proof container or bag
size 55x40x25 cm and must stay in the container bag, on the floor, for the duration of the flight.
- The passenger, under whose care the pet travels, must be in possession of all documents
required by the authorities at destination.

Dangerous dog breeds as well as mongrel dogs, such as American Pit Bull Terrier, American
Staffordshire Terrier, Bull Terrier, Staffordshire Bull Terrier, Japanese Tosa, Dogo Argentino,
Doberman, Pincher Doberman, Rottweiler and tropical animals shall not be carried on Onur Air
flights.

AIRCRAFT
CAPACITY FOR LIVING ANIMAL
TYPE
Pet’s allowed: Dogs, cats, birds Maximum number of pet’s cages/ boxes/bags/
containers allowed: 5 Maximum number of pets allowed at the same cages/ boxes/
A320/321 bags/ containers: 2 (Note: Pets allowed at the same cages/boxes/bags/containers
designed for pets provided that same kind of animals carried together. Under these
conditions, maximum number of pets carried in cabin: 10)
AIRCRAFT CAPACITY FOR LIVING ANIMAL
TYPE
Pet’s allowed: Dogs, cats, birds Maximum number of pet’s cages/ boxes/bags/
containers allowed : 10 Maximum number of pets allowed at the same cages/
A330 boxes/bags/ containers: 2 (Note: Pets allowed at the same cages /boxes/bags
/containers designed for pets provided that same kind of animals carried together.
Under these conditions, maximum number of pets carried in cabin : 20)

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Different type of animals can be carried in same zone. But if available, check-in staff ensure
that the different type of animals should be seated in different zones and handling staff shall
ensure that no animals is carried in the cabin which impede an emergency evacuation.

5. LIVE ANIMALS (AVIH):

AVIH will not be accepted under any circumstances without written confirmation of Onur Air Ground
Operations Management.
The carriage of live animals in cargo compartments shall take the specific needs of the animals
into account. The basic environmental requirements shall be ascertained from all sources available.
The temperature range and oxygen requirements must be matched by the heating and ventilation
capability of the cargo compartment lights shall be left switched on to enable the birds to feed
during flight. The handling staff shall, by Special Loads Notification, inform the commander before
departure of all live animals, their requirements and their location; the commander will brief the
cabin crew on all animals carried in the cabin. The handling staff will inform all down line stations
by the appropriate messages. All devices used in carriage shall be thoroughly cleaned and
disinfected immediately after unloading.

6. ACCEPTANCE OF BAGGAGE

Passengers have a free baggage allowance according to their ticket class or charter agreement.
Infants have 10 kgs free baggage allowance. During check-in, passenger’s baggage is weighed
and labeled. One-piece hand baggage, up to 8 kg, can be carried by the passenger in the cabin as
unchecked. However, hand baggage size must be equal or smaller than 56 x 45 x 25 cm.
dimensions. Dangerous goods cannot be carrying in passenger bags.
Hold baggage has dimension/weight limitation for carriage; advised maximum weight 23 kg, max
accepted weight limit 32 kg per piece, max size is 158cm (length + width + height) max length 203
cm. Babystroller is free of charge.
Bicycles, surf boards, ski equipment, delta gliders, golf equipment, could be rejected from the flight
if any volume restriction is valid at that specific flight. This rule also applied if aircraft is fully booked
and cargo capacity of the aircraft can only meet the free baggage allowance of the ticketed
passenger. In this case, excess baggage will not be accepted to the intended flight

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7. EXCESS BAGGAGE, SPECIAL ITEM AND LEGROOM SEAT CHARGES

7.1 Excess Baggage Charges
Scheduled Domestic Flights : 8TRY
Scheduled International Flights : 7 EUR
Non-scheduled (Charter) International Flights : 7 EUR
Odessa Flights : 5 USD
“Excess baggage charges are also payable in other currencies at equivalent desired local
exchange rates”

7.2 Special Item Charges

Price for Price for
Type of item Domestic Flights International Flights Remarks/ Max allowance

Golf Clubs 40 TRY 30 EUR Up to 23 kg

Bicycle 40 TRY 30 EUR See GOM 2.3.5. Up to 23 kg

Surfboard/Kite 40 TRY 30 EUR Up to 23 kg

Diving Equipment 40 TRY 30 EUR Bottles must be empty - Up to 23 kg

Canoe 40 TRY 30 EUR Up to 23 kg

Tennis/Squash 40TRY 30 EUR Up to 23 kg

Wheelchair (All types) Free Free -

WEAP 20 TRY N/A

WEAU Free Free
Rifle &SPEQ 40TRY 30 EUR
UMNR 30 TRY 30 EUR Between 6-12 ages kids

PETC 70TRY 60 EUR

SI: An additional excess fee will be added if max allowance exceeds

7.3 Legroom Seat (Exit and First Row) Charges

Price for Domestic Flights Price for International
Type of Seat Flights
Exit Rows & First Row 20 TL/ 5 EUR/ 6 USD 45 TL / 15€
Between 2nd and 6th Rows 15 TL/ 4 EUR/ 5 USD 30 TL / 10€

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8 GROUND TIME
8.1 Scheduled Ground Time
The ground-time allocation unless specified on the Operational Schedule sent by Onur Air
Scheduling Department or on the Pre-Flight Message sent by the Operational Control Center
(OCC). and also scheduled ground times could change according to airport CTOT

8.1.1 Standard Turn-around Process Time Charts

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Ground times for A330 Onur Air Base Other Domestic Other Country
Stations Stations Stations
Domestic-Domestic 80 min 60 min -
Domestic-International 80 min 60 min -
International-Domestic 80 min 60 min 80 min
International-International 80 min 60 min 80 min

8.2 Quick Turnaround Procedure

Quick turn-around procedure shall be applied to a flight;
a. For commercial reasons
b. If delayed previously

8.2.1 Conditions Requiring Quick Turn-Around (Base Stations)

Quick Turn-around shall be applied if following conditions are met;
a. If any technical problem (including cabin defects) has not been reported by PIC on VHF
b. If Technic line maintenance chief has not been reported to Onur Air OCC that there will
be no any scheduled task on the arriving aircraft.
c. If the arriving crew will operate the onward flight, otherwise the crew who will operate
the flight has been ready upon arrival of the aircraft

8.2.2 Actions During Quick Turn-Around

a. Transit cabin cleaning must be applied to all domestic flights
b. Crew will inform ground handling service provider on VHF if any operational need exists
such as cleaning, catering etc.
c. Zone Boarding announcement should be made continuously at the terminal
d. Cabin crew should announce, guide and direct passengers in cabin for a quick seating
e. A fire truck should escort the aircraft when refueling, if applicable.

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8.3 Ground Time For Ad hoc / Sub charter / Wet Lease Flights
For these type of flights, ground activities is performed according to scheduled and/or minimum
ground times which agreed upon contract between Onur Air and the other airline company. If the
contract would not contain any information related with ground times, ground activities shall be
performed according to the schedule which will be published by Onur Air O.C.C. or Schedule
Planning Department

9. CONNECTION NETWORK OF ONUR AIR

Onur Air has a connection network between its domestic and international flights. All handling staff
must be aware that all flights should be on time in order to ensure that the passengers have to
catch their connection flights. If passengers have a connection flight with Onur Air, their baggage
must be tagged to last point of their travel.
Transfer baggage must be loaded separately from the other baggage and must be tagged with
"Onur Air Connection Label". Destination station must be informed about transfer pax and baggage
with LDM and TPM messages

UM passengers are not accepted on connecting flights.

Onur Air sales system does not allow UM passengers to connect flights on the ticket

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9.1 Interline & Code Share

Airlines which have interline agreement with Onur Air are listed below. If there are passengers who
have onward flights with the airlines listed below, their baggage should be checked to the last
destination of their booking. If a new agreement is signed, ground handlings will be informed by a
memorandum. Also this guide will be revised and distributed.

Type of Airline IATA Code Date of Thru Check-in

Agreement Agreement
Codeshare SCAT AIRLINES DV 26.07.2016 YES
Codeshare ZAGROSJET AIRLINES Z4 17.12.2014 YES
Interline AIR ASTANA KC 01.05.2015 YES
Interline HAHN AIR HR 23.11.2016 NO
Interline SAUDIA AIRLINES SV 17.01.2017 YES
Interline AEROFLOT SU 27.03.2016 YES
Interline UZBEKISTAN AIRWAYS HY 17.06.2015 YES
Interline DNIEPROAVIA Z6 09.08.2016 YES
Interline AEGEAN AIRLINES A3 12.11.2016 YES
Interline APG AIRLINES GP 23.11.2016 NO
Interline BELAVIA AIRLINES B2 20.06.2017 YES
Interline LOT POLISH AIRLINES LO 05.05.2017 YES
Interline AZERBEIJAN AIRLINES J2 20.06.2017 YES
Interline ROYAL AIR MAROC AT 20.06.2017 YES
Interline TURKMENISTAN AIRLINES T5 20.03.2018 YES
Interline QATAR AIRWAYS QR 24.07.2018 YES

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10. Cargo Hold Dimensions of Onur Air Fleet

Service providers shall take following limits into account before accepting and/or loading cargo.

Height Fwd Cargo Aft Cargo Bulk Cargo

A 320 1,243 M 1,243 M 0,820 M

A 321 1,243 M 1,243 M 0,820 M

A 330 1, 717 M 1,669 M 1,691 M

Width Fwd Cargo Aft Cargo Bulk Cargo

A 320 2,03 M 2,03 M 1,576 M

A 321 2,03 M 2,03 M 1,576 M

A 330 4,151 M 4,151 M 3,487 M

Load Cap Fwd Cargo Aft Cargo Bulk Cargo

A 320 3402 KGS 4536 KGS 1497 KGS

A 321 5670 KGS 5670 KGS 1497 KGS

A 330 22861 KGS 18507 KGS 3468 KGS

Onur Air does not accept cargo exceeding above dimensions and/or weight.

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11. Passenger Rights

Ground handling service providers shall take following table into account in case of flight delays.
Provided services shall be reported to [email protected] and [email protected]

TYPE OF SERVICE DELAY CONTENT OF SERVICE

REFRESHMENT / MEAL Delays between 2 and 3 hours Hot and cold beverages in reasonable amounts
Breakfast or lunch depending on the time of the day
REFRESHMENT / MEAL Delays between 3 and 5 hours
in addition to hot and cold beverages

Additional hot and cold beverages and an additional

REFRESHMENT / MEAL Delays over 5 hours snack in addition to hot and cold beverages and
breakfast or lunch depending on the time of day

Delays over 8 hours and/or if If necessary, hotel accommodation (especially for

ACCOMMODATION
flight delays to the next day PRM's)(it must be coordinated with Onur Air OCC)

Transportation between the airport and

TRANSPORTATION
accommodation point

COMMUNICATION Delays over 2 hours

Free Phone call, e-mail, fax etc.

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 Chapter: 1
QUICK REFERENCE GUIDE Page: 20 / 20
FOR Rev: 21
GROUND HANDLING Date: 01.04.2019

12. OPERATIONAL CONTACTS OF ONUR AIR

Ground Operations Management O.C.C. (7/24)

Tel: +90 212 468 67 30 Tel: +90 212 468 66 87/6072
7/24: +09 531 306 22 48 7/24: +90 555 656 30 88
Fax: +90 212 465 29 70 Fax: +90 212 465 29 56
E-mail: [email protected] E-mail: [email protected]
E-mail: [email protected]

Customer Services Management Customer Relations Contact:

Tel: +90 212 468 66 87/6096 Tel : + 90 850 210 66 66
7/24: +90 533 728 94 98 Fax : + 90 212 468 66 91
E-mail: [email protected] E-mail : [email protected]

Onur Air Lost & Found Contact:

Tel : + 90 212 465 29 63
Fax : + 90 212 465 29 70
E-mail :[email protected]
E-mail :[email protected]

Stations Contacts:
AYT ADB / DLM / BJV
Tel : +90 242 330 30 84 Tel : +90 232 274 16 33
7.24 : +90 555 656 30 84 7.24 : +90 555 674 49 78
Fax : +90 242 330 31 63 Fax : +90 232 274 21 28
E-mail : [email protected] E-mail : [email protected]

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